Customer Experience Manager

Merola Tile; Manalapan Township (NJ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

9 Annual Paid Holidays

Paid Time Off — accrued from day one

401(k) with company match

Employer-Paid Life Insurance

Performance reviews at 90 days and 12+

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Weekly Company Lunches

Company culture events

Job summary

Merola Tile is seeking a Customer Experience Manager to lead a multi-state Customer Service team in delivering exceptional service and driving process improvements. You will work cross-functionally with Sales, Warehouse, Accounting, and Product to resolve challenges and improve efficiency.

The role emphasizes coaching, data-driven decision making, and a customer-first mindset to enhance both customer and employee experiences. A strong leadership and collaboration background is required.

Qualifications

• 5–7+ years progressive leadership experience in Customer Service.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience with ERP, WMS, and EDI systems.
• Experience with CRM and implementation.
• Associate’s degree in business or related field.
• Bachelor’s degree in business or related field preferred.

Responsibilities

• Lead daily customer experience operations across New Jersey and California facilities to meet quality, productivity, and service goals.
• Develop and coach supervisors and staff, promoting accountability and professional growth.
• Evaluate metrics and KPIs to drive data‑driven decisions and continuous improvement.
• Identify inefficiencies and implement process improvements to boost productivity and cost control.
• Design standardized workflows, policies, and practices for efficiency and compliance.
• Resolve escalated customer issues while balancing speed, satisfaction, and ethics.
• Collaborate with Warehouse, Accounting, Sales, Product, and others to align resources.
• Lead changes across EDI, ERP, WMS, and partner portals to deliver measurable results.
• Drive change management with clear communication and staff engagement.
• Mentor team capabilities through coaching and targeted training.
• Foster a customer-first culture with responsiveness and accuracy.

Skills

Leadership

Customer service

Communication

Problem solving

Education

Associate degree

Bachelor's degree preferred

Tools

ERP

WMS

EDI

CRM

Job description

Salary Range: $80,000.00 To $100,000.00 Annually

Great customer experiences don't happen by chance; they're built by great leaders. As our Customer Experience Manager, you'll lead a multi-state Customer Service team, champion process improvements, and create an environment where employees are empowered to deliver exceptional service every day. You'll work closely with leaders across Sales, Warehouse, Accounting, and Product to solve challenges, improve efficiency, and ensure every customer interaction strengthens our reputation. This is an exciting opportunity for a collaborative leader who enjoys developing people, driving change, and making a lasting impact on both the customer and employee experience.

Responsibilities:

• Lead daily customer experience operations across the New Jersey and California facilities to achieve department goals related to quality, productivity, compliance, and service standards.
• Manage and develop team members, including supervisors and customer service staff, fostering a culture of accountability, collaboration, and professional growth.
• Evaluate performance metrics, service KPIs, and operational trends to guide data-driven decisions and continuous improvement initiatives.
• Optimize operational performance by identifying inefficiencies and implementing process improvements that enhance productivity, cost control, and quality outcomes.
• Design and standardize workflows, policies, procedures, and best practices to improve efficiency, scalability, and compliance across both facilities.
• Apply sound judgment to resolve escalated customer matters, operational risks, and recurring service issues while balancing efficiency, customer satisfaction, and ethical standards.
• Collaborate cross-functionally with Warehouse Leadership, Accounting, Sales, Product, and other stakeholders to align resources and processes with business objectives.
• Implement strategic initiatives, system enhancements, and operational improvements across EDI, ERP, WMS, and partner portal systems to drive measurable business results.
• Manage change initiatives, ensuring clear communication, staff engagement, and smooth transitions across teams and processes.
• Develop team capabilities through coaching, performance evaluations, targeted training, and leadership development initiatives.
• Champion a customer-first mindset across the team, reinforcing responsiveness, accuracy, and accountability.

Qualifications and Requirements

• Associate’s degree in business or related field.
• 5-7+ years of progressive leadership experience in Customer Service
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience with ERP, WMS, and EDI systems
• Experience with CRM and implementation
• Strong problem-solving and critical-thinking abilities
• Excellent written and verbal communication skills
• Ability to manage competing priorities in a fast-paced environment
• Bachelor’s degree in business or related field, preferred

Physical Requirements:

Regularly stand/sit for extended periods, operate office equipment, perform light to moderate lifting, lift/move up to 15 lbs occasionally, bend, twist, and maintain proper posture. Reasonable accommodation may be made for qualified individuals with disabilities to perform the essential functions of the role in accordance with applicable laws.

Leadership

Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self-available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback; Fosters quality focus in others; Improves processes, products and services;

Business Acumen

Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Judgment

Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision- making process; Makes timely decisions. Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Accountability

Take ownership and accept responsibility of actions, Set the bar high and acknowledge all levels of performance from self and others, Document lessons and commit to fair and consistent correctio of sub-standard work performance

Change Management

Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results

Additional Notes

Must be authorized to work in the United States.

• Medical, Vision, and Dental Insurance
• 9 Annual Paid Holidays (including New Year's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas)
• Paid Time Off — earned and accrued from your first day with the company
• 401(k) Plan with company match (eligibility after 1 month)
• Employer-Paid Life Insurance
• Performance Reviews after 90 days and annually
• Quarterly Company Goals — opportunity to earn up to 4 weeks of additional bonus pay annually
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Fresh Fruit, Coffee, Hot Chocolate, and Tea provided daily
• Weekly Company Lunches
• Company Culture Events — BBQs, Ugly Sweater Day, T-shirt making, Halloween contests, and more